WIOCC is the leading player in the deployment of carrier-scale, future-proofed network infrastructure into Africa. We have the flexibility and scale to meet the ever-growing demand for reliable, high-speed capacity throughout Africa, driven by end consumers, enterprise users and the ecosystem that supports them. Our policy of continual investment in our network to create Africa’s first, truly hyperscale network infrastructure means ongoing investment for growth, ensuring our readiness to meet the future data volume demands of end users throughout Africa.

We are recruiting to fill the position below:

Job Title: Client Service Manager

Location: Lagos

Job Description

• The Client Service Manager will be the voice of the client in the business.
• The CSM will actively listen to uncover challenges with our services or products, collaborate with internal teams to ensure service delivery and service assurance whilst ensuring high levels of client satisfaction and client experience of WIOCC products and service.

Key Duties & Responsibilities

• Implement the Client Service Management Strategy
• Maintaining of strong business relationships with existing clients and business partners
• Be the voice of the client in the business by actively listening, to uncover challenges with our services or products and provide feedback regarding client engagement to the business
• Champion and guide clients and colleagues through complex problems
• Lead interface with clients on service assurance and service delivery, undertake monthly service reviews, measuring and improving client satisfaction and customer experience
• Collaborate with internal teams (e.g. Sales, Engineering, NOC, TAC, Senior management) to address client’s needs and lead service related issues through to resolution
• Monitor churn and revenue loss due to delayed activation of services
• Production of customised client reports, management and other ad-hoc reports
• Continue to find ways to improve client management and create monthly and quarterly departmental reports to determine whether KPIs are being met
• Assist to escalate to Supplier Quality Service Manager when necessary to ensure services are restored within shortest times to minimise client downtime and drive SIPs where necessary
• Coordinate problem management, SLA, RCA and service improvement plans with relevant internal teams and provide feedback to clients and account managers

Qualifications, Experience & Skills

• Bachelor’s Degree in Business Administration, Engineering, IT or equivalent.
• Minimum of 5 years relevant experience in telecom industry in service management role.
• Experience in client service support.
• Excellent knowledge of management methods and techniques.
• Working knowledge of client service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically and provide client solutions.
• Strong client-facing and communication skills.
• Experience working in a multi-cultural environment is key.
• Demonstrate an ability to manage multiple priorities and solve problems in a fast-paced. environment
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent communication and negotiation skills
• Strong problem-solving skills with ability to make sound judgement and decisions
• Excellent organisation and time management skills
• Willing to support clients on a 24/7 basis, including nights, weekends and public holidays / on- call as require

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships

Application Closing Date
17th February, 2023.